U.S. patent application number 11/171614 was filed with the patent office on 2007-01-25 for method, system and apparatus for tracking support calls and determining proactive support strategies.
This patent application is currently assigned to Dell Products L.P.. Invention is credited to Kent Evan Brenneman, Robert Andrew Rose, Lewis Carl Simons.
Application Number | 20070019801 11/171614 |
Document ID | / |
Family ID | 37679062 |
Filed Date | 2007-01-25 |
United States Patent
Application |
20070019801 |
Kind Code |
A1 |
Brenneman; Kent Evan ; et
al. |
January 25, 2007 |
Method, system and apparatus for tracking support calls and
determining proactive support strategies
Abstract
A method and system are provided for increasing the efficiency
and satisfaction rating of service calls regarding a product. The
system can contain a telecommunications system to receiving calls
from customers, and for contacting the customers in return.
Databases retain information regarding the products sold to the
customers, and the customer's calls to the call center. When a
given customer calls the call center more often within a given time
period, the customer's call is forwarded to another, more
specialized queue so that more intensive attention is given to
resolve the customer's problem. At that point, the extent and
quality of contact with the customer is carefully recorded and
correlated with similar problems so that swift resolution of the
problem is achieved.
Inventors: |
Brenneman; Kent Evan;
(Georgetown, TX) ; Simons; Lewis Carl; (Round
Rock, TX) ; Rose; Robert Andrew; (Austin,
TX) |
Correspondence
Address: |
BAKER BOTTS, LLP
910 LOUISIANA
HOUSTON
TX
77002-4995
US
|
Assignee: |
Dell Products L.P.
|
Family ID: |
37679062 |
Appl. No.: |
11/171614 |
Filed: |
June 30, 2005 |
Current U.S.
Class: |
379/265.11 |
Current CPC
Class: |
H04M 3/5231 20130101;
H04M 2203/551 20130101 |
Class at
Publication: |
379/265.11 |
International
Class: |
H04M 3/00 20060101
H04M003/00 |
Claims
1. A computer-readable medium containing a data structure,
comprising: instructions for receiving, by a first queue agent, one
or more calls from a customer about a product; instructions for
determining if the customer has called a predetermined number of
times within a first predetermined time period; and if the customer
has called a predetermined number of times within the first
predetermined time period, then instructions for forwarding
information about the customer call and the product to a second
queue agent, and instructions for contacting the customer within a
second predetermined time period.
2. A system comprising: a database having one or more tables; a
database engine operative with the database, the database engine
capable of executing one or more SQL statements on the database,
the database engine further operative with a network; a call
center, the call center having one or more call center technicians,
the one or more call center technicians having access to an
information handling system, each information handling system
operative with the network to enable the technician to track and
respond to calls from customers at disparate times with information
retrieved from the database.
3. The system of claim 1, wherein the database is linked to one or
more secondary databases containing information on one or more
parts that are used in one or more products.
4. The system of claim 1, wherein the database is linked to one or
more secondary databases containing information on one or more
service events for one or more products.
5. A method for increasing efficiency of a call center comprising:
receiving, by a first queue agent, one or more calls from a
customer about a product; determining if the customer has called a
predetermined number of times within a first predetermined time
period; and if the customer has called a predetermined number of
times within the first predetermined time period, then forwarding
information about the customer call and the product to a second
queue agent, contacting the customer within a second predetermined
time period.
6. The method of claim 5, wherein the step of determining
comprises: querying a database containing information on one or
more parts that are used in the product.
7. The method of claim 5, wherein the step of determining
comprises: querying a database containing information on one or
more service events for the product.
8. The method of claim 5, further comprising: querying a database
containing information on one or more service events and one or
more parts that are used in the product to obtain one or more
database results.
9. The method of claim 8, further comprising: reporting the
results.
10. The method of claim 8, further comprising: modifying one or
more procedures based upon the results.
11. The method of claim 10, wherein the step of modifying is
performed in real-time.
Description
CROSS REFERENCE TO RELATED INVENTIONS
[0001] This application is related to U.S. application Ser. No.
______ [Attorney Docket No. 016295.1929] entitled "Method, System
and Apparatus for Maintaining Ownership of Service Calls Within an
Organization" by Hancock, et al. which was filed on Jun. 30,
2005.
BACKGROUND
[0002] 1. Field of the Invention
[0003] The present invention relates to control centers. More
specifically, the present invention is directed to a system and
method for allocating support resources to handle service calls
regarding information handling systems.
[0004] 2. Background of the Related Art
[0005] As the value and use of information continues to increase,
individuals and businesses seek additional ways to process and
store information. One option available to users is information
handling systems. An information handling system generally
processes, compiles, stores, and/or communicates information or
data for business, personal, or other purposes thereby allowing
users to take advantage of the value of the information. Because
technology and information handling needs and requirements vary
between different users or applications, information handling
systems may also vary regarding what information is handled, how
the information is handled, how much information is processed,
stored, or communicated, and how quickly and efficiently the
information may be processed, stored, or communicated. The
variations in information handling systems allow for information
handling systems to be general or configured for a specific user or
specific use such as financial transaction processing, airline
reservations, enterprise data storage, or global communications. In
addition, information handling systems may include a variety of
hardware and software components that may be configured to process,
store, and communicate information and may include one or more
computer systems, data storage systems, and networking systems.
[0006] As information processing systems have become more
pervasive, they have also become more complex because those systems
are tasked more extensively. As a result, failure of the
information processing systems can have a significant and
deleterious affect on the performance of an organization. As a
consequence, companies that manufacture the information processing
systems are often asked by their customers to service broken
machines.
[0007] For years, companies that manufacture information handling
systems have strove to provide better customer service,
particularly in the event of system failure. Many original
equipment manufacturers ("OEM") use call centers where customers
with problems may contact company representatives to obtain
solutions to their problems. In many cases, the problem can be
resolved with a single telephone call. While much effort has been
expended, customers are still dissatisfied. On average,
approximately 18,000 customers called back to Customer Support
three or more times in a given week, ultimately generating almost
70,000 calls in that week. These large numbers of calls generate
are upsetting to users and unsatisfactory to the OEM. There is a
need in the art to reduce the level of dissatisfaction of consumers
and decrease the number of repeat phone calls to less than three in
a seven-day period.
SUMMARY OF THE INVENTION
[0008] The present invention solves the problems inherent in the
art by providing a system and method having at least one or more
databases, each database having one or more tables. A database
engine is made operative with the databases. The database engine
capable of executing one or more SQL (or equivalent) statements on
the database to obtain one or more result sets. The database engine
is also operative with a network so that users in disparate
locations can query the database and obtains result sets. The
invention contemplates one or more call centers, with the call
centers staffed by one or more technicians. The technicians can be
divided into various skill levels, with the first set of
technicians in the first queue handling routine calls from
customers. If a customer cannot find satisfactory resolution from
the efforts of the first technician, the customer normally makes
additional calls to the call center. If the problem remains
unresolved, the customer is less satisfied with the product and the
manufacturer. To remedy the situation, the calls from customers are
monitored and recorded in the databases. When the frequency of
calls from a given customer (for the same problem) exceed a
predetermined threshold, the call is transferred to a second queue
manned by a second (more highly skilled) set of technicians. To
help the second set of technicians, information about the product
and calls from customers with similar problems are correlated via
queries made to the databases via the database engine on the
network that is integrated with the call center.
[0009] Armed with additional information and possessing additional
skills, the second set of technicians can offer additional
troubleshooting suggestions to the customer. In addition, the
second set of technicians are allowed to arrange teleconferences
with the customer at times convenient to that customer (preferably
allowing the customer enough time to complete the additional
diagnostic troubleshooting steps). Events within the database are
automatically scheduled for the second set of technicians to remind
them to call the customer back to find out if the diagnostic and/or
troubleshooting steps were effective). Call backs from the
manufacturer at convenient times yields surprising satisfaction
ratings from customers.
BRIEF DESCRIPTION OF THE DRAWINGS
[0010] A more complete understanding of the present disclosure and
advantages thereof may be acquired by referring to the following
description taken in conjunction with the accompanying drawings, in
which like reference numbers indicate like features, and
wherein:
[0011] FIG. 1 is a block diagram of an information handling system
according to the teachings of the present invention.
[0012] FIG. 2 is a flow chart illustrating an embodiment of a
method according to the teachings of the present invention.
[0013] FIG. 3 is a block diagram illustrating an embodiment of a
system according to the teachings of the present invention.
[0014] The present disclosure may be susceptible to various
modifications and alternative forms. Specific exemplary embodiments
thereof are shown by way of example in the drawing and are
described herein in detail. It should be understood, however, that
the description set forth herein of specific embodiments is not
intended to limit the present disclosure to the particular forms
disclosed. Rather, all modifications, alternatives, and equivalents
falling within the spirit and scope of the invention as defined by
the appended claims are intended to be covered.
DETAILED DESCRIPTION
[0015] Elements of the present disclosure can be implemented on a
computer system, as illustrated in FIG. 1. Referring to FIG. 1,
depicted is an information handling system, generally referenced by
the numeral 100, having electronic components mounted on at least
one printed circuit board ("PCB") (not shown) and communicating
data and control signals there between over signal buses. In one
embodiment, the information handling system may be a computer
system. The information handling system may be composed processors
110 and associated voltage regulator modules ("VRMs") 112
configured as processor nodes 108. There may be one or more
processor nodes 108, one or more processors 110, and one or more
VRMs 112, illustrated in FIG. 1 as nodes 108a and 108b, processors
110a and 110b and VRMs 112a and 112b, respectively. A north bridge
140, which may also be referred to as a "memory controller hub" or
a "memory controller," may be coupled to a main system memory 150.
The north bridge 140 may be coupled to the processors 110 via the
host bus 120. The north bridge 140 is generally considered an
application specific chip set that provides connectivity to various
buses, and integrates other system functions such as memory
interface. For example, an INTEL.RTM. 820E and/or INTEL.RTM. 815E
chip set, available from the Intel Corporation of Santa Clara,
Calif., provides at least a portion of the north bridge 140. The
chip set may also be packaged as an application specific integrated
circuit ("ASIC"). The north bridge 140 typically includes
functionality to couple the main system memory 150 to other devices
within the information handling system 100. Thus, memory controller
functions, such as main memory control functions, typically reside
in the north bridge 140. In addition, the north bridge 140 provides
bus control to handle transfers between the host bus 120 and a
second bus(es), e.g., PCI bus 170 and AGP bus 171, the AGP bus 171
being coupled to the AGP video 172 and/or the video display 174.
The display 174 can be a monitor, or the information to be
displayed may be sent to another device, such as a printer (not
shown). The second bus may also comprise other industry standard
buses or proprietary buses, e.g., ISA, SCSI, USB buses 168 through
a south bridge (bus interface) 162. These secondary buses 168 may
have their own interfaces and controllers, e.g., RAID Array storage
system 160 and input/output interface(s) 164. Finally, a BIOS 180
may be operative with the information handling system 100 as
illustrated in FIG. 1. The information handling system 100 can be
combined with other like systems to form larger systems. Moreover,
the information handling system 100, can be combined with other
elements, such as networking elements and or other information
handling systems, to form even larger and more complex information
handling systems such as, for example, clusters or other enterprise
resource planning system, such as an enterprise resource planning
portal.
[0016] For purposes of this disclosure, an information handling
system may include any instrumentality or aggregate of
instrumentalities operable to compute, classify, process, transmit,
receive, retrieve, originate, switch, store, display, manifest,
detect, record, reproduce, handle, or utilize any form of
information, intelligence, or data for business, scientific,
control, or other purposes. For example, an information handling
system may be a personal computer, a network storage device, or any
other suitable device and may vary in size, shape, performance,
functionality, and price. The information handling system may
include random access memory (RAM), one or more processing
resources such as a central processing unit (CPU) or hardware or
software control logic, ROM, and/or other types of nonvolatile
memory as described above. Additional components of the information
handling system may include one or more disk drives, one or more
network ports for communicating with external devices as well as
various input and output (I/O) devices, such as a keyboard, a
mouse, and a video display. The information handling system may
also include one or more buses operable to transmit communications
between the various hardware components.
[0017] The information handling system described above, or similar
systems, may be used to implement the systems and methods described
herein. It should be noted that the information handling system
needed to implement the methods and systems described herein may be
implemented in hardware, in software (in the form of one or more
instructions), or in any combination of hardware or software.
Moreover, no specific software language is required to implement
the systems and methods described herein, and they may be
implemented using any desired programming language.
[0018] In one embodiment, the manufacturer of a product maintains a
call center where customers may call to seek solutions to problems
associated with the product. FIG. 3 illustrates an embodiment of
the system disclosed herein. Specifically, the system 300 has a
customer interface device, such as the telephone 302, although
other devices, such as an information handling system could be used
with equivalent effect. The customer interface device is connected
via a network, such as a telecommunications network, from their
place of residence (town 304) to the location of the call center
308 (city 306). The call center 308 houses two or more technicians,
typically with disparate skill levels. The call center 308 is
operative with a network 312 having one or more database servers
310. The database server 310 contains one or more databases. Each
database contains one or more data tables. A database engine,
typically executing on the database server 310, is used to receive
query requests from the call center 308 and perform the queries on
the databases and return the results of the queries to the
technicians at the call center 308. The databases can contain, for
example, information about the customer's problem, the number of
times that that customer has called about the same problem (or
different problems) and all calls from all customers about the
same, similar, or dissimilar problems. Similarly, the databases can
contain information about the customer's product, such as model
number, configuration, date of manufacture (of the final product as
well as any component contained therein), and any other piece of
information retained during the manufacturing process.
[0019] The method disclosed herein utilizes the information
handling system described above. In general, upon receiving a
customer call for a problem in which the customer has called
repeatedly, a queue agent at the call center 308 checks the
database for the next customer to call (per the date stamp) and
checks several things in the tag (associated with the customer's
problem) to confirm certain organizational issues should they
exist. The queue agent then calls the customer. If the customer
does not answer, then the agent will attempt to call back, for
example, four times or leave a voicemail message. If the customer
does answer, the troubleshooting methodology is initiated. Other
aspects of the method track/record whether or not the queue agent
called back within a certain period of time (e.g., 72 hours) and
what results were obtained. Other aspects of the method specify
what to do in certain events (such as when a voicemail is left), or
when information is loaded into the database regarding the results
of the method disclosed herein for purposes of tracking and
evaluation. In short, the methodology provides: [0020] 1. A
customer call is received an placed into a general customer queue;
[0021] 2. A database is queried to determine how many times the
customer has called within a given period of time and the call is
prioritized on that basis. For example, a customer that places his
seventh call that day is placed higher in the priority queue than a
customer who is making his fourth call in seven days. Although the
call-period basis is described, another basis can be used, such as
the type of problem, or the customer's service contract level.
[0022] 3. The main database server is queried and the customer's
call can be characterized (in comparison to other calls stored
within the database). The database can be used to analyze the data
from many previous customer calls and vendor service notices so
that the customer's call can be routed to a service agent who is
familiar with that particular problem.
[0023] Use of the Database can enable the tailoring of call-center
resources by striking the right balance of call prioritization and
team routing. The database can be refreshed periodically
(preferably as often as possible) to enable the various teams to
capitalize on the information contained within the database and
thereby service customers more quickly and effectively.
[0024] In one embodiment, the customer information database does
not update the parts database, the parts database being the
repository of information concerning the parts that made the
particular product in question. Instead, a temporary snapshot of
the parts of the information is used for the day's activities.
Subsequent snapshots of the parts database are used for future
activities at the proscribed refresh periods. Because there can be
a discrepancy in the two data sets (the primary data set, and the
snapshot), changes to one database must be reconciled with the
other database. For example, when a job is closed, the snapshot
database may be updated, but the primary database would not be
updated until the next refresh period.
[0025] A more detailed explanation of the method disclosed herein
can be had by reference to FIG. 2. The method 200 illustrates a
closed loop embodiment of the method. In this illustrative
embodiment, the customer call rate has already exceeded the
threshold where additional attention is required by a second set of
technicians. At 202, the queue agent checks the customer database
for the next customer that is to be contacted. The queue agent
confirms 204 that the customer's tag is timely and/or relevant,
typically by determining that it has not been channeled to a work
queue that provides enhanced services, does not already have a
dispatch entry created, or does not have onsite service in
progress. Other checks can be made at this point to preclude
duplicity of effort. The queue agent them makes 206, and outbound
call to the customer while obeying, for example, the applicable
governmental provisions regulating when calls may be placed to
consumers. The queue agent then determines if the customer answered
208. If the customer does answer, then the method moves to event
230 and continues thereon. Otherwise, if the customer does not
answer, then the queue agent determines 210, e.g., by reference to
a service database, whether or not this is the first attempt to
contact the customer within a predetermined time period (e.g., 72
hours). If not, then the method moves to event 242. If the call was
the first attempt to contact the customer, then the queue agent
takes one or more actions 212, such as leaving the queue's mailbox
number and requests that the customer also provide a preferred date
and time for an agent to return the call; log into the database and
note that the customer did not answer; and/or log the result as an
attempted callback. The system can then identify 214 the customer
calls (prompted by the call 206) that are being routed to the queue
as being available for the next available agent (based on, for
example an internal auxiliary code). If the agent takes the call
216, the method moves to event 230. Otherwise, if the agent does
not take the call 216, after a predetermined number of rings (e.g.,
five), the customer's call is transferred to a voice mailbox
belonging to the queue that can be monitored for rapid callback 218
(e.g., within thirty minutes). A gatekeeper of the queue checks 220
the voice mailbox of the queue for customer calls and assigns calls
according to a prearranged method, such as assigning callbacks by
incident number, or by date stamp, or some other sequence or
combination of factors (such as the customer's requested callback
time), and the method moves back to event 206.
[0026] At event 230, the agent opens the case in a service database
and transfers ownership of the tag to the queue, now associated
with a case ownership tab. An agent (or the system) determines 232
whether troubleshooting is needed. The linking of the call center
to the equipment database (e.g. a database containing information
about the parts and configuration of the equipment in question) and
the service database enables the agent to make a reasoned judgment.
Similarly, logic within, for example, the database server 310 can
periodically query the service database and the equipment database
and determine if, based on previous problems experienced by the
same or other customers, that certain troubleshooting tasks are in
order. If no troubleshooting steps are warranted, then the queue
agent logs 250 the calls in a certain way (e.g., designating it as
"Profile 3") and the method moves to step 240 (discussed
infra).
[0027] If additional troubleshooting is needed 232, then a check
234 is made to determine if, through troubleshooting, a dispatch
(of personnel and/or equipment to the customer's location) is
required. If no dispatch is required, then the agent logs 260
troubleshooting steps and their resolution in the customer database
and may optionally designate the tag as, for example, "Profile 1"
and the method moves to step 242. If a dispatch is required, then
the agent obtains 236 approval from higher authority to obtain
permission to make the dispatch. The queue agent then sets up 238
the dispatch with the correct customer expectations. The queue
agent then works 240 the case to resolution and confirms customer
satisfaction. Once settled, the queue agent then closes 242 the
case in the service database and moves on to the next call 202.
[0028] In another embodiment, the information contained in the
service database and/or the equipment database can be queried to
ascertain the quality of service provided to one or more customers.
Moreover, the queries of the service and/or equipment databases can
also be used to determine the quality of parts used in the
products. The results of the queries can be used for reporting to
management, who can then take corrective action as needed.
Moreover, the queries can be conducted by autonomous agents, such
as software programs implemented on the information handling
system, to provide real-time feedback to the queue agents regarding
certain parts or service procedures implicated in the current
service calls by customers, such as response times, call-back
times, troubleshooting procedures, and the like. Such an
implementation by management and/or autonomous agents enables
real-time and/or continuous improvement in the methods disclosed
herein, and otherwise provide higher quality service to
customers.
[0029] The invention, therefore, is well adapted to carry out the
objects and to attain the ends and advantages mentioned, as well as
others inherent therein. While the invention has been depicted,
described, and is defined by reference to exemplary embodiments of
the invention, such references do not imply a limitation on the
invention, and no such limitation is to be inferred. The invention
is capable of considerable modification, alteration, and
equivalents in form and function, as will occur to those ordinarily
skilled in the pertinent arts and having the benefit of this
disclosure. The depicted and described embodiments of the invention
are exemplary only, and are not exhaustive of the scope of the
invention. Consequently, the invention is intended to be limited
only by the spirit and scope of the appended claims, giving full
cognizance to equivalents in all respects.
* * * * *